Senior Outsourcing Coordinator

3 weeks ago


Mumbai, Maharashtra, India FatakPay Digital Pvt. Ltd. Full time
About the Company

FatakPay Digital Pvt. Ltd. is a leading fintech company that provides innovative debt recovery solutions to its clients. We are committed to excellence and strive to deliver exceptional results through our team of skilled professionals.

We are seeking a highly skilled Senior Outsourcing Coordinator to join our team. The ideal candidate will have a minimum of 5 years of experience in debt collection, with at least 2 years of experience managing outsourced agencies.

Key Responsibilities:

- Outsourcing Management:
• Manage relationships with outsourced debt collection agencies
• Onboard and evaluate new agencies for suitability and performance
• Ensure outsourced agencies adhere to company policies, compliance guidelines, and SLAs

- Performance Monitoring:
• Track the performance of agencies in different DPD buckets
• Analyze recovery metrics and ensure agencies meet assigned recovery targets
• Conduct regular performance reviews and implement corrective actions when needed

- Compliance and Quality Control:
• Monitor agencies for adherence to regulatory requirements and company compliance standards
• Ensure customer interactions are professional, ethical, and compliant with industry norms
• Conduct periodic audits and checks to maintain quality in the debt collection process

- Collaboration and Coordination:
• Act as a liaison between outsourced agencies and in-house teams, including Legal, Compliance, and Field Operations
• Provide agencies with necessary data, tools, and resources for effective recovery
• Address escalated cases or customer grievances related to agency interactions

- Strategy and Process Improvement:
• Develop and implement strategies to optimize recovery through outsourced partners
• Identify process bottlenecks and recommend improvements to enhance efficiency
• Drive innovation by introducing tools, technologies, or practices to improve agency performance

- Reporting and Analysis:
• Prepare and present periodic reports on agency performance, recovery trends, and challenges
• Analyze data to derive insights and refine strategies for better results
• Maintain detailed records of agency activities and customer recovery efforts

Required Skills and Qualifications:
• Experience: Minimum 5 years in debt collection, with at least 2 years managing outsourced agencies
• Technical Skills: Proficiency in Excel for data analysis and reporting, experience with CRM systems and dialer tools
• Leadership Skills: Strong ability to manage multiple agencies and drive results, excellent negotiation and conflict resolution skills

Salary: ₹800,000 per annum

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